Referral Conversations

Tellers and Contact Center Representatives have client service as their primary responsibility. This creates a key opportunity to strengthen and expand client relationships by meeting their needs and exceeding their expectations. Referral Conversations introduces practical referral skills and numerous practice opportunities, all the while eliminating the need to push products or to memorize scripts.

Audience:

Tellers, Contact Center Representatives and others responsible for referring business in person or over the phone

Time Frame:

One-day classroom module

Prerequisites:

None

Referral Conversations Key Learning Outcomes

Recognize client need clues revealed through transaction requests, documents submitted as part of a transaction, client comments or behaviors, systems/screen information and/or external sources
Build trust and credibility with clients to help them feel comfortable discussing their financial needs
Frame the discussion to confirm the client’s request
Explore clients’ needs by asking effective questions related to need clues
Offer customized solutions that link to specific needs shared by the client
Obtain joint commitment and refer the client to the appropriate individual/department
Effectively coordinate with internal specialists and walk clients over for an introduction (or transfer the call to a specialist immediately) wherever possible

Tools and Job Aids:

Referral Conversation Observation Guide
Referral Conversations Job Aid
Referral Conversations Coaching Job Aid

Taking you where you want to go starts with a conversation…

Give me a little info and I’ll be back with you shortly.

Dana Perkins
Executive Vice-President – Sales and Consulting
816-434-5543